- Contacts and locations
- A to Z information and resources
- Accommodation Services
- Centre for Disability Health
- Continence Resource Centre
Dignity in Care Principles
- Zero tolerance of all forms of abuse - principle 1
- Support with respect - principle 2
- Personalised care - principle 3
- Enable people to maintain independence - principle 4
- Listen to and support people to express their needs and wants - principle 5
- Respect people's privacy - principle 6
- Receive complaints without retribution - principle 7
- Engage with family members and carers - principle 8
- Confidence and positive self-esteem - principle 9
- Alleviate people’s loneliness and isolation - principle 10
- Independent Living Centre
- Publications and resources
Safe work instructions
- Rolling and repositioning a person
- Use of a slide sheet - moving a person side-to-side
- Use of a slide sheet - moving a person up a bed
- Bed to shower trolley transfer
- Use of a ceiling hoist to lift a person from bed to chair
- Use of a portable hoist to lift a person from bed to wheelchair or chair
- Assisting a person to shower using mobile shower chair
- Lie to sit transfer
- Use of a wheelchair
- Repositioning a person in a wheelchair
- Use of a stand lifter
- Performing a stand transfer with a person
- Assisting a person to walk
- Assisting a person from the floor with aid of chairs
- Use of a portable hoist to lift a person from the floor
- Assisting a person into a vehicle
Receive complaints without retribution - principle 7
Ensure people are able to complain without fear of retribution - that's Dignity in Care Principle 7
People receiving services must both feel free and actually be free to complain without fear of retribution.
When people are able to complain without fear, their complaints are almost more like reports or observations. Complaints delivered in an atmosphere of safety are easier made and better received, and that helps the information make a positive contribution to the services being provided. Complaints are an opportunity to review how we are supporting people and to make improvements.
Retribution against someone who is making a complaint can include:
- verbal abuse
- physical attack
- threats of punishment of some kind against the person or even those about whom they care
- unwarranted restraint or confinement of the person
- revenge activities, such as damaging the person's possessions
- withholding medications, food, entertainment, bathing, dressing or any other items, activities or services to which the person is entitled.
If people fear that they or someone they know is in imminent danger, call 000 now to receive immediate assistance from the fire, ambulance or police services. If they are not in immediate danger, they or someone they know (friends, family, carers) can report abuse or neglect to the National Disability Abuse and Neglect Hotline on free call 1800 880 052.
Practical measures so feedback is received with good grace, free of retribution
A fair, open and honest culture around complaints means:
- staff and managers see complaints as an opportunity to improve things, not as a threat
- problems are picked up at an early stage and lessons are learned
- poor practice is highlighted and put right
- complaints to external bodies are less likely
- people can feel confident about complaining
- those who find it difficult to make their views heard, are protected and have access to adequate support including advocacy
- staff who are the subject of complaints are supported
- resources spent on dealing with formal complaints are kept to a minimum
- people using the service can feel they have a voice and are able to influence change.
Successful resolution of a complaint often involves four key things people seek when they make a complaint:
- acknowledgement - their views are heard and the service recognises their concerns and how the issue has affected them
- answers - an explanation of what happened or information that may be needed to address the person's concerns
- action - agreement on steps to address the concern and improve services
- apology - for some people, a genuine apology may be all that is sought.
Resolving complaints almost always involves finding ways to improve communication. If someone making the complaint does not feel comfortable raising their issue directly with you or your staff as the service provider, or the outcome is not satisfactory, that person can contact the DCSI Funds Management Complaints Team for information and support, or to lodge a complaint, through the DCSI feedback page.
Alternatives to complaining directly to the 'problem' organisation
The reality is that some people and some organisations might not welcome complaints. In that case, other agencies can help.
- Health and Community Services Complaints Commissioner (HCSCC)
- Disability Advocacy and Complaints Service of South Australia (DACSA)
- the South Australian Ombudsman
People can also use the Disability Discrimination Act if they are harassed because of disability.
The Aged care complaints scheme can be used for people residing in aged care services.
Practical services are available to help with principle 7
The Department for Communities and Social Inclusion (DCSI) provides for people to give us feedback of all kinds – including complaints. People can provide feedback:
- using an online form
- by printing, completing and mailing a reply-paid client feedback form to us
- through email
- via fax
- by telephone (including through the National Relay Service).
Visit our feedback page to see more information.
Checklist for principle 7 – complaining without retribution
Ask yourself while you read this checklist as Dignity in Care Champions: can my workplace answer 'Yes' to all the questions below?
- Do we have a policy and procedures around receiving feedback and complaints?
- Do we review our conduct and practices regularly? Do we involve our clients in those reviews so they can identify problem areas?
- Are practices in place to allow people to provide feedback anonymously?
- Is close attention paid to people communicating with us, so that subtle cues about possible distress are picked up?
- Are all staff clear that no one is to be 'punished' in any way for making a report, providing feedback or complaining about their treatment, care or the organisation?
- Do we have a clear and well-understood process to handle complaints, with reasonable timeframes for each step? Have we made that process public to our clients?
- If we do all these things and more, we are supporting people to make complaints without fear of retribution, both as their legal right and as they should expect in our conduct.
Accepting complaints (and acting on them in good faith) – it's about recognising and acting to serve the humanity and individuality of the people with and for whom we work.
Email firstname.lastname@example.org if you would like to become a Dignity in Care champion or need further information.